As Asia's leading bank, DBS is committed to helping our customers achieve their financial aspirations. Our Consumer Banking Group offers a comprehensive suite of products and services, including deposits, investments, insurance, mortgages, credit cards, and personal loans, designed to meet customer needs at every life stage. We pride ourselves on delivering exceptional financial solutions tailored to our customers.
The Opportunity:
We are seeking a highly motivated and experienced Team Lead, Complaint Assignment & Analytics, to lead a team of Complaint Assignment Officers. This pivotal role involves strategic oversight of complaint assignment, meticulous management of Business As Usual (BAU) operations for mailboxes and portals, and leveraging strong technical and analytical capabilities to drive insights and enhance complaint management processes. The Team Lead will play a crucial role in collaborating with cross-functional teams, ensuring compliance, and providing critical data-driven support to the PNO on new projects and initiatives.
Key Responsibilities:
Team Leadership & Development: Lead, manage, and mentor a team of Complaint Assignment Officers, fostering a high-performance culture, promoting professional development, and ensuring adherence to service standards and SLAs. Design and manage scorecards and team boosting activities/Recognitions & Rewards (RnRs).
Business As Usual (BAU) Operations Management: Oversee and manage BAU activities related to mailboxes, portals, complaint assignment, complaint creation, and compliance around these items. Ensure efficient and accurate handling of incoming communications (via email/letter) and case-related tasks. This includes meticulous mail triage, effective information dissemination, and proactive case management.
Complaint Assignment & Compliance: Segregate and categorize incoming mail, complaints from various external sources (e.g., email, letter, CMS portal, CPGRAMs, INGRAM, Banking Ombudsman). Create service requests/complaints in the system, acknowledge receipts, and accurately assign cases to the respective officers. Monitor and escalate Banking Ombudsman/CPGRAMS/INGRAMS alerts, and distribute other non-complaint emails to the relevant teams. Track and action all mailboxes and portals in a timely manner.
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Advanced Data-Driven Insights & Analytics: Conduct in-depth analysis of overall complaints data, with a specific focus on Grievance Redressal Team (GRT) complaints, to identify root causes, emerging trends, and areas for improvement. Develop and present comprehensive reports, dashboards, and insights (including MIS creations and deck preparations) on overall complaint inflows, resolution effectiveness, and customer satisfaction to senior management and relevant stakeholders. Perform data analysis for CCTR/Branch/GRT cadences and Banking Ombudsman meetings.
Quality & Governance Tracking: Track complaints in line with quality and governance perspectives. Oversee and guide Root Cause Analysis (RCA) efforts across the teams to identify and address systemic issues and prevent recurrence.
Senior Management & Stakeholder Engagement: Effectively prepare, communicate, and present complaint data, strategic initiatives, and project updates to PNO and senior management, providing actionable recommendations and driving informed decision-making. Collaborate extensively with the Customer Experience (CE) team, and other internal stakeholders to drive continuous improvement in processes, products, and services based on complaint insights, and contribute to new projects/initiatives.
Project Leadership: Lead and champion projects focused on enhancing complaint management systems, improving customer experiences, and optimizing operational efficiency within the complaint handling function.
Service Excellence: Proactively identify opportunities to improve service performance, focusing on First Contact Resolution (FCR), Customer Satisfaction (CSAT), and overall customer experience.
Workload Management: Manage and prioritize workload for the team, ensuring efficient resource allocation.
Required Experience and Qualifications:
Experience: Minimum of 5-7 years of experience in customer service and data analytics, with at least 2-3 years in a team leadership or supervisory role. Proven experience in managing and mentoring direct reports. Demonstrated experience in data analysis, reporting, MIS creation, and generating actionable insights from large datasets. Track record of successfully leading projects and collaborating with cross-functional teams.
Education: A minimum of a graduate degree is required. Professional certifications in Six Sigma, Lean, Project Management, and Customer Experience would be an added advantage.
Core Competencies:
Exceptional Leadership & Team Management: Ability to inspire, motivate, and develop a high-performing team of complaint assignment officers.
Strong Technical & Analytical Skills: Proven ability to analyze complex data, identify trends, perform GRT complaints analysis, track quality and governance, and develop strategic solutions.
Outstanding Communication & Presentation Skills: Excellent verbal and written communication (English mandatory), with the ability to articulate complex information clearly and persuasively to diverse audiences, including senior management. Proficient in preparing MIS, decks, and presenting data effectively for various cadences.
Senior Management Handling: Demonstrated ability to interact, influence, and present to senior stakeholders effectively, and closely collaborate with the PNO on new projects/initiatives.
Collaboration & Stakeholder Management: Proficient in building strong relationships and collaborating effectively with internal and external stakeholders to achieve common goals.
Project Management: Proven ability to lead projects from inception to completion, managing resources, timelines, and deliverables.
Customer-Centricity: Passionate about delivering exceptional customer service and driving continuous improvement in customer experience.
Technical Aptitude: Strong aptitude for and fast adoption of new technology and digital lifestyles. Proficiency in computing skills, including Microsoft Word, Excel, and PowerPoint (for presentation creation). Experience with data visualization tools (e.g., Tableau, Power BI) is highly desirable for understanding complaint trends and MIS creation.
Work Ethic & Adaptability: Ability to work under pressure in a fast-paced, high-volume environment. Strong time management and decision-making skills. Adaptability and accountability. Meticulous and resourceful with a solution-oriented mindset. Flexible to working hours, including rotational shifts.
Technical Competencies:
Advanced computing skills with proficiency in Microsoft Word, Excel, and PowerPoint.
Experience with data visualization tools (e.g., Tableau, Power BI), AI tools is highly desirable for understanding trends and MIS creation.
Knowledge of Reputational Risk Management & Internal Control Guidelines.
Excellent communication skills, written and verbal.
Work Relationship:
Superiors: Ability to communicate upwards effectively with regards to ideas, issues, guidance, and direction. Ability to take initiatives and demonstrate independence and strategic thinking.
Team: Provide clear direction, support, and mentorship to Complaint Assignment Officers. Foster a collaborative and high-performing team environment.
Peers/Stakeholders: Build strong working relationships with internal departments, collaborating effectively to drive customer-centric outcomes and work on new projects/initiatives.
We encourage our employees to:
Drive performance through value-based propositions.
Ensure customer focus by delighting customers and reducing complaints.
Build pride and passion to protect, maintain, and enhance DBS’s reputation.
Enhance knowledge base, build skill sets, and develop competencies.
Invest in Team Building & Motivation through Ideation & Innovation.
Execute at speed while maintaining error-free operations.
Develop a passion for performance to grow the talent pool.
Maintain the highest standards of honesty and integrity.
Skill Keywords: Leadership, Six Sigma, Project Management, Client/Stakeholder Management, English Language, Strategic Business Planning, Communication, Root Cause Analysis, Microsoft Office (Excel), Customer Service, Data Analysis, Team Management, Presentation Skills, Compliance, Quality Assurance, Grievance Redressal, Technical Skills, Analytics.
Location:
Regional Office Mumbai
Job:
Customer Service
Schedule:
Regular
Employee Status:
Full time
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